Application Operations Engineer - Bristol Regional Centre - 3 Glass Wharf

Application Operations Engineer - Bristol Regional Centre - 3 Glass Wharf

About the job
Job summary
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.
HMRC is transforming the UK's tax system through cutting-edge digital innovation and the Chief Digital and Information Officer (CDIO) Group is at the heart of that mission.
The Multi-Channel-Digital-Tax-Platform (MDTP) within CDIO supports HMRC in delivering digital services to the tax player and enables HMRC's wider digital strategy and policies. We support the service teams who design, manage and maintain HMRC's core digital services.
Job description
Application Operations Engineers play a key role in ensuring our user management systems run smoothly and efficiently on MDTP. This position is a non-technical first line support role. You'll join a small team responsible for managing and monitoring user management services, driving proactive service support, and maintaining operational excellence.
First line support is responsible for the effective onboarding, offboarding and movement of users within MDTP. Ensuring users have access to the applications required to build digital services. You'll have a strong understanding of the access controls across the team's applications, and ensure users maintain the appropriate levels of access. You'll be responsible for monitoring the user management services, identifying and resolving user management issues where possible and appropriately escalating technical problems to support engineers and the Product Owner.
You'll also contribute to continuous improvement of MDTP's user management services by maintaining user guides, updating troubleshooting documentation, collecting user feedback, and identifying trends in recurring issues. You'll work collaboratively within a mixed-discipline team, contributing to planning and service design sessions, using your user management insight to highlight dependencies and support user-centred service development.
Further Information
Support hours are within the standard working day, Monday-Friday from 9am-5.30pm.
Person specification
Key Responsibilities
Service Management

• Provide front line support to a wide range of technical and non-technical colleagues for access to platform applications.
• Support users in ensuring they have the required access levels on applications.
• Designing & maintaining troubleshooting documentation.
• Create runbooks for first line support tasks.
• Collect feedback from users, and use this to improve the MDTP services.

Problem Management

• Respond to user problems, ensure users are sign-posted correctly or problems are escalated to the relevant business area.
• Use application knowledge to help form solutions to user problems.
• Recognise and flag technical issues escalating to technical leads and contribute to solutions where possible.

Agile teamwork

• Participate in team stand-ups, planning sessions and retrospectives.
• Communicate application knowledge to business colleagues and other stakeholders.

Awareness of:

• Jira
• Confluence
• Google Workspace
• GitHub

Essential Criteria:
Proven experience in a technical support or service desk role, providing first line support to a broad range of users.
Ability to diagnose, troubleshoot and resolve technical issues, escalating appropriately where required.
Strong communication skills, with the ability to explain technical information clearly to non-technical stakeholders.
Experience of maintaining accurate documentation and contributing to knowledge sharing processes.
Understanding of IT service management principles and incident management processes.
Escalation and problem management.
Experience in investigating problems in systems, processes and services.
Behaviours
We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Working Together

Benefits
Alongside your salary of 37,682, HM Revenue and Customs contributes 10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
How to Apply
As part of the application process, you will be asked to provide the following:

• A name-blind CV including your job history and key achievements from your career which reflects the requirements of the role outlined above. Provide specific instances from your career detailing successes where you can. Last 3 roles no more than 200 words per role.
• A 750-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience from your career reflect the essential criteria of the role. Providing a specific example from your career for each criterion.

Sift
In the event of a high number of applications, we may carry out an initial sift assessing CV only.
At full sift, your CV and Personal Statement will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
The interview will be 45 minutes in duration and will be held by a 3-person panel. During the panel interview, you will be assessed against your behaviours and technical skills and one experience question. You will be asked questions to assess your suitability against the role, questions will be reflective of the key responsibilities of the role and essential criteria.
Behaviours:
Behaviour 1: Managing a Quality Service
Behaviour 2: Working Together
When answering you will be required to provide a specific instance from your career which demonstrates the technical skill, experience or behaviour in question. You would be advised to prepare specific examples from your career in advance.
You will be advised to apply the STAR (Situation, Task, Action, Result) technique when delivering examples. You would be encouraged to prepare demonstrable examples of your experience ahead of the interview to ensure meaningfulness and completeness.
Interviews will take place via video link.
Sift and interview dates to be confirmed.
Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: - Use the subject line to insert appropriate wording for example - 'Please re-open my application - (insert vacancy ref) & vacancy closing date (insert date) '.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.
Sponsorship
We have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship.
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store.
If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
You'll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.
You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.
Reserve List
A reserve list may be held for up to 3 months from which further appointments may be made for the same or similar roles - if this applies to you, we'll let you know via your Civil Service Jobs account.
Merit List
After interview, merit lists will be created for each location advertised within the vacancy. If you are successful at interview, you will be placed on the merit list for any locations you have expressed an interest for. Appointments from each merit list will be made in strict merit order.
Criminal Record Check
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Hybrid working at HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:

• Contact the UBS Recruitment team via as soon as possible before the closing date to discuss your needs.

Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.
Technical Support
If you are experiencing problems that cannot be resolved by our 'help' section, then technical support is available. You will receive a reply in 2 working days.
Important information for existing HMRC contractual homeworkers
This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the 'location preferences' section that you can travel to.
Terms and Conditions
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a standard (or equivalent) criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).